Director of Guest Relations

The Peninsula Chicago is seeking a Director of Guest Relations to join our Rooms Division team and be an integral part of our guest-focused service.

• Work for a luxury Five-Star Five-Diamond property in the heart of Michigan Avenue, Chicago.
• Grow within a diverse multi-outlet property.
• Exceptional health benefits package and 401(k) with company match.

Key Accountabilities:

• Set and lead the strategic direction for Guest Relations, ensuring a consistently exceptional and personalized guest experience across all touchpoints.
• Champion a guest-centric culture by embedding service excellence standards and ensuring alignment with brand and Forbes expectations
• Oversee the end-to-end guest journey, ensuring seamless coordination from pre-arrival through post-departure engagement
• Drive personalization strategies by ensuring guest insights and peferences are effectively utilized across departments
• Provide executive oversight of VIP guest experiences, ensuring flawless execution and proactive engagement
• Establish and monitor service recovery frameworks, ensuring timely, thoughtful, and brand-aligned resolution of guest concerns
• Partner with operational and commercial leaders to ensure a cohesive and elevated guest experience across all departments
• Lead and develolp the Guest Relations leadership team, ensuring strong performance, engagement, and succession planning
• Identify opportunities to enhance the guest experience through innovation, process improvement, and service differentiation
• Leverage guest feedback and performance metrics to drive continuous improvement and strategic decision-making

General Requirements:

• Minimum 3 years of progressive experience in luxury hospitality or guest experience leadership
• Proven experience leading leaders and managing multi-functional teams in a high-touch service environment
• Strong understanding of luxury service standards, personalization, and guest engagement strategies
• Excellent leadership, communication, and interpersonal skills with the ability to influence at all levels
• Highly organized with the ability to manage competing priorities in a fast-paced environment
• Strong problem-solving and decision-making capabilities, particularly in high-impact guest situations
• Financial and business acumen with experience managing resources and budgets
• Excellent command of written and spoken English

Benefits We Offer:

• 10 vacation days per year.
• 9 paid holiday days per year.
• 5 Chicago Paid Sick Leave days per year.
• 5 Chicago Paid Leave days per year.
• Complimentary employee meals.
• Discounting parking.
• Discounted and complimentary room nights at The Peninsula Hotels.
• 50% restaurant discount.
• 50% discount on spa services.
• 25% discount on spa retail.
• 80% company-paid medical, dental, and vision coverage.
• Complimentary life insurance.
• Complimentary long-term disability.
• Retirement plan with 5% company match.

We are delighted to receive your resume for further consideration. As we anticipate a large number of applications, we look forward to connecting with candidates that meet our various role qualifications. To be considered for the position, you must have work authorization in the United States. The salary range for this role is $80,000-90,000 per year.